You have forgotten your Microsoft account password

Overview

If you forgot your Microsoft Account password, or if you need to change it, you can use the solutions on this page. If you don't know the email address associated with your Microsoft account, see Find your Microsoft account email address or password.

Note Microsoft Account is the new name for what used to be called Windows Live ID. These two names mean the same thing.

Solutions

Reset your Microsoft account password from your Xbox One console

Note Xbox One may not be available in all locales.

If you don’t remember your Microsoft account password, you can request a password reset from the sign-in screen on your Xbox One console.

  1. On the sign-in screen, enter the email address you use to sign in to your Microsoft account, and then press the B button on your controller to close the virtual keyboard.
  2. Select I forgot my password.
  3. Enter the characters you see on your screen (so we know you’re not a robot).

Review your security proofs

Next, you’ll be taken to the Show that you’re you screen. To reset your password, you need to verify your identity by having a security code sent to you. You’ll be asked to select how you’d like to receive this security code.

The alternate email address and phone number you provided for security contact information are known as security proofs. The security proofs you’ve provided are listed on the Show that you’re you screen.

If for some reason you can’t access any of your security proofs, there are some additional steps you’ll need to go through online in order to get a password reset link sent to you. See “Reset your Microsoft account password online” below.

Select how you’d like to receive your security code

Choose from any of the security proofs listed, and we’ll send your security code there.

  1. On the Show that you’re you screen, select the security proof (email address or phone number) where you want us to send your code.
  2. Check your phone or email for the security code, and then enter it in the field provided on the Check your phone or Check your email screen.

Using an authenticator app

Some people find it more convenient to set up an authenticator app on their smartphones so they don’t ever have to wait for a code. You can learn more about authenticator apps for future use when you sign in to your account after you’ve reset your password. If you’re using an authenticator app, you’ll see Use my authenticator app as an option on the Show that you’re you screen. To use the app, follow these steps:

  1. Choose Use my authenticator app, and then click Next.
  2. On your smartphone, open the app and enter the code provided.

If you have two-step verification set up on your account

If you activated two-step verification for your Microsoft account, you’ll need to request and enter the security code twice, using a different security proof each time.

Enter a new password

Once you’ve verified your identity by entering the security code we sent to you, you’ll be prompted to choose a new password and enter it twice. Passwords should be at least 8 characters long and contain a mix of upper and lowercase letters, numbers, and symbols.

  1. On the Pick a password screen, enter your new password.
  2. On the One more time screen, re-enter the same password to verify.

That’s it! Your password has been reset.

When you complete the sign-in process, you’ll be asked if you want to save your password on the console. Make sure you remember your password even if it’s saved on your console, so that you can manage your account online or access your profile on a friend’s console.

Reset your Microsoft account password online

To reset your Microsoft account password online, go to the Get back into your account page and follow these steps:

  1. In the first text box, enter your Microsoft account.
    Note If you don't know your Microsoft account, see Find your Microsoft account email address or password.
  2. In the second text box, type the characters displayed on the screen. This is to verify that you aren’t a robot.
  3. Click Next.

On the next screen, you’ll be given the option of having a reset link sent to you by email, or having a code sent to your phone.

Choose the option that works best for you:

  • Email me a reset link: Choose this option to have a reset link sent to the alternate email address that’s associated with your account. When you open the password reset email, click the link to reset your password.
  • Send a code to my phone: Choose this option if you have associated a phone with your account where you can receive a security code by text or voicemail. If you choose this option, you’ll be asked to re-enter the last 4 digits of your phone number as an additional security measure.

What to do if you can’t use any of the password reset options

If you can't use any of the password reset options, you can still access your Microsoft account by completing an online account recovery form. To do this, go to Recover your Microsoft account and follow these steps:

  1. In the Email address text box, enter the email address for the Microsoft account you’re trying to access.
  2. In the Contact email address text box, enter a current email address where we can contact you.
  3. In the third text box, type the characters displayed on the screen. This is to verify that you aren’t a robot.
  4. Click Next.

To help maintain the security of your Microsoft account, you’ll be prompted for several pieces of identification information that you provided when you initially set up your account.

Tips for completing the online account recovery form

  • Provide an alternate email address. Make sure you have access to this email address so that we can send your account information to you.
  • Answer as many questions as you can.
  • Use the information you provided when you created the account or last updated it.
  • Submit the form from a computer you frequently use.
  • Keep in mind that your email address may be country-specific. For example, if you created your account in Sweden, your domain would be “hotmail.co.se” instead of “hotmail.com.”

After you complete the online account recovery form, you'll receive an email acknowledging that your request has been received, and you'll receive a response to that request within 24 hours (generally much sooner).

Notes

  • The password reset link will expire within 24 hours of delivery, so you’ll want to keep an eye out for it. If you don’t receive an email, check your spam or junk folder to see if any of the account recovery emails are there.
  • We highly recommend that you take a few minutes to update your account so that you can easily reset your password if you need to do so in the future. To update your security info, see “Update your Microsoft account security information ” below.

Enter a new password

Once you’ve received an email with a password reset link, click the link in the email to reset your password.

After clicking the link, you’ll be prompted to choose a new password and enter it twice. Passwords should be at least 8 characters long and should contain a mix of upper and lowercase letters, numbers and symbols.

If you can’t reset your password

If you’ve gone through the online password recovery process but haven’t been able to provide enough information to complete the recovery, contact Xbox Support so that we can perform a deeper investigation into your account history and see if we can complete the verification process to provide you with a password reset. This process typically takes 24 hours, but it can be delayed if we are missing any information.

When you contact Xbox Support, have the following information available:

  1. The Microsoft account email address.
  2. An alternate email address where we can contact you if we have questions.
  3. The gamertag associated with the Xbox LIVE profile.
  4. The reference number from the email you received from Microsoft saying we were unable to verify your identification.
  5. The console ID or device ID of the console you use most often.
  • If you’re an Xbox 360 user, provide your 12-digit Xbox 360 console ID. You don’t have to be connected to the Internet or Xbox LIVE to collect your console ID. To find your ID:
    • Press the Guide button in the centre of your controller.
    • Navigate to Settings.
    • Select Console settings.
    • Select System info.
  • If you’re in the process of upgrading from Xbox 360 to Xbox One, provide your Xbox 360 console ID (see above for instructions). The more account history we can review, the better our chances of successfully recovering your account.
  • If you’re an Xbox One user, provide the 16-character device ID. Your console must be connected to the Internet in order to access the Xbox LIVE device ID. To find your ID:
    • From the Home screen, press the Menu button on the Xbox One Wireless Controller.
    • Select Settings.
    • Select System.
    • Select Console info.

Update your Microsoft account security information

Xbox LIVE requires that you have two security proofs on your account, and at least one must be a phone number or email address. We recommend one phone and one email proof to provide the best security options for your account. By having two proofs, you’re more likely to have access to at least one of these accounts, reducing the chance of being locked out of your account for even a short time.

Add a phone number or email address to your account

To add a security proof to your Microsoft account:

  1. Go to Manage your security info and sign in with your Microsoft account.
  2. Under Phone number or Alternative email address, click Add.
  3. Type the new email address or phone number, and then click OK or Save.

    Note
    If you already have a proof on your account, you might need to use that proof to verify the addition of a new proof. For example, if you add a new email address as a new proof, a confirmation may be sent to an email address that is already a proof. Click Confirm and follow the instructions.

For more information about managing your security proofs, see:

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